Specialist IT Operations Support Specialist (English & Mandarin Support)

Scicom MSC Berhad; Kuala Lumpur; On-site; MYR 44,640 - 89,280; Full time

Benefits offered by this job

Medical insurance

Salary up to RM 8000

Job summary

Scicom MSC Berhad seeks an IT Operations Support Specialist to drive daily operations for Lenovo ID and e‑commerce systems. You will use AI tools and automation to optimize support, act as the main tech contact for internal teams, and help ensure stability during high‑volume periods.

The role emphasizes building a robust knowledge base, proactive risk assessment for product launches, and close collaboration with Customer Service, Logistics, and Marketing to balance speed and documentation.

Qualifications

• Bachelor’s degree or above (or Associate degree with 3+ years of relevant IT operations experience).
• At least 2 years of experience supporting e-commerce or internet systems.
• Basic HTML, CSS, and JavaScript front‑end troubleshooting knowledge.
• Familiarity with database query tools and basic data concepts.
• Proficiency with Jira, Confluence, and ITSM processes.
• Strong preference for AI tools, automation, or low‑code/no‑code platforms.
• Strong English and Chinese reading/writing skills.

Responsibilities

• Provide daily operational support for Lenovo ID and e-commerce systems via Jira, email, and Teams with accurate docs.
• Resolve majority of common issues and escalate complex ones through ITSM workflows.
• Leverage AI tools for root cause analysis, docs, and communication efficiency.
• Design or implement automation and low‑code workflows to cut repetitive tasks.
• Assess risks before major launches to minimize incidents during peak periods.
• Create and maintain standardized knowledge base articles and reports.
• Serve as primary technical contact between Customer Service, Logistics, and Marketing teams.

Skills

Jira

Confluence

ITSM

AI tools

Automation

Low-code

HTML/JS

Database queries

English

Chinese

Education

Bachelor’s degree or above

Tools

Jira

Confluence

ITSM tools

Job description

We are seeking a detail-oriented and responsible IT Operations Support Specialist to provide daily operational support for Lenovo ID and e-commerce systems. The ideal candidate will leverage AI tools and automation to optimize support processes, ensure business stability during critical periods, and act as the primary technical contact for internal business teams.

Job Description

• Manage support requests via Jira, email, and Microsoft Teams with accurate documentation.
• Independently resolve over 80% of common issues and escape complex items through ITSM processes.
• Utilize AI tools to support root cause analysis, generate documentation, and enhance communication efficiency.
• Design or implement automation and low-code workflows to reduce repetitive tasks and improve operational reporting.
• Proactively assess system risks before major events like product launches to reduce incident rates.
• Create and maintain standardized knowledge base articles and operational reports.
• Balancing Speed and Documentation: A major challenge is managing a high volume of support requests via multiple channels (Jira, email, Teams) while ensuring every ticket is documented accurately and completely.
• Integrating AI Tools Effectively: While the role requires using AI for troubleshooting and reporting, the challenge lies in using these tools in a "responsible and compliant" manner, ensuring that AI-generated output remains accurate and secure.
• Critical Event Pressure: During promotions or product launches, the specialist must proactively assess risks to prevent incidents, meaning they must operate under high pressure during peak business periods.
• Knowledge Management: Moving from reactive ticket handling to building a robust knowledge base is difficult; it requires time and consistency to create standardized articles that effectively reduce recurrence rates.
• Cross-Functional Coordination: Acting as the primary technical contact between diverse teams (Customer Service, Logistics, Marketing) requires managing varying stakeholder needs and technical literacy levels.

Requirements

• Bachelor’s degree or above (or Associate degree with 3+ years of relevant IT operations experience).
• At least 2 years of experience supporting e-commerce or internet systems.
• Basic hands‑on knowledge of HTML, CSS, and JavaScript for front‑end troubleshooting.
• Familiarity with database query tools and basic data concepts.
• Proficiency with Jira, Confluence, and ITSM processes.
• Strong preference for experience with AI tools, automation, or low‑code/no‑code platforms.
• Strong Chinese and English reading and writing skills.

The Package

• Attractive Salary RM 4000 up to RM 8000.
• Performance related allowance for confirmed staff.
• Medical insurance provided.
• Working Location: Bangsar.